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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

by Kim Campbell in Blog, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, […]

 

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Deck the Halls: Coping with Peak Season Holiday Spikes in the Contact Center

by Susan Preiss in Blog, Customer Service Outsourcing, Customer Service Trends, Holiday Customer Service, Live Chat, Susan Preiss

Several years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Fast forward a few years, and that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead […]

 

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Blue Ocean Promotes Sean Miller to Director of Workforce Management

by Blue Ocean News in Blog, Blue Ocean News

Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. In his new role, Miller has senior responsibility for the company’s workforce strategy and driving innovative workforce solutions that support Blue Ocean’s growth. Sean has more than 25 years of experience in workforce management […]

 

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Is a Strategic Contact Center Partnership Even Possible? [eBook]

by Blue Ocean in Blog, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Strategic Partnership

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

 

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Are You Ready for the Future of Customer Service?

by Kim Campbell in Artificial Intelligence, Blog, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although […]

 

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5 Most Critical Elements of a Successful Contact Center Launch

by Kim Campbell in Blog, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the […]

 

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